Support Engineer

TRT; Doha; On-site; QAR 89,000 - 134,000; Full time

Job summary

TRT is seeking a technically skilled IT support professional in Doha, Qatar. The role covers L1 remote support, L2 onsite field work, and warehouse inventory management using NetSuite.

You will resolve incidents within SLA, communicate with clients via email, Webex and phone, and escalate to Level 3 as needed. Requires 3–5 years of IT hardware and software support and a IT degree.

Qualifications

• 3–5 years of IT hardware break/fix and software resolution experience.
• Willingness to do both hardware and software support.
• Must speak business level English (B1-B2) and communicate professionally.

Responsibilities

• Provide L1 remote support for tickets and ensure SLA compliance.
• Perform L2 onsite hardware replacements and troubleshooting.
• Manage NetSuite inventory and conduct quarterly stock takes.
• Escalate to Level 3 and document resolutions in TRT knowledge base.
• Communicate with clients via email, Webex and phone in a clear, timely manner.

Skills

Business English

Information technology

Customer service

Education

College degree in IT/CS/CE/ECE or related

Tools

NetSuite

Webex

Job description

Workflow:

1. L1 remote support for tickets

• Grabbing incident or service request tickets involving entry level & midrange level industry standard router and switches.
• IP and optics devices hardware and software issues
• Routing and switching troubleshooting
• Incident ticket analysis, remote support & resolution
• Methods of procedure creation
• Communicating with clients through email, Webex & phone call for incident ticket resolution updates
• Ticket documentation on NetSuite
• Technically escalating to remote Level 3 (Global TAC) support if required

2. L2 field support for tickets

• Scheduling and performing onsite action as required
• Router and switches card, PSU, fan onsite replacement
• Onsite troubleshooting
• Onsite standby support

3. Warehouse and inventory management

• Make sure the physical is matching on NetSuite inventory
• Perform quarterly stock take

Deliverables Required:

• Ensure all logged incidents are resolved within the agreed SLA. Any potential missed SLA should be escalated to team leader
• Ensure all communication with clients is prompt, accurate, & professional to deliver best of client's experience
• Ensure accurate & timely part replacement.
• Ensure timely escalation to Level 3 as needed through technical escalation requests (TERs)
• Documentation of problem resolution into TRT's knowledge base
• Continuously learn additional technical and non-technical skills
• Ensure meeting 98% inventory KPI for the warehouse inventory.
• Compliance with company policy

Requirements:

• Must be able to speak business level English (B1-B2)
• Candidates must possess a college degree in information technology (IT), computer science (CS), computer engineering (CE), electronics & communication engineering (ECE) or related courses for IT. NRS 1 training and certification would be an advantage
• Must have 3-5 years of experience handling IT system hardware break fix & software resolution
• Willingness to do both hardware and software support
• Willing to work in on call schedule